Customer Service Representative, Retirement (Remote)

Lincoln Financial • Fort Wayne, IN

2d • $20 - $21 • Remote

About The Position

We are excited to bring on a Customer Service Representative to support the Retirement Plan Services business (bilingual opportunities available!) in a work from home/remote environment.

The Retirement team will provide you with several weeks of paid training, coaching and development to perform in this fast-paced environment. Training will be led by one of our dedicated trainers in a virtual classroom setting, along with a cohort of peers and managers, and will provide you with foundational knowledge to assist you in excelling in a career with Lincoln Financial.

As a Customer Service Representative, you will serve as the primary point of contact for individuals who have questions or concerns regarding their retirement plan. You will serve as a subject matter expert and educate them about the retirement plan using excellent customer service and problem-solving skills to create a positive experience. This opportunity will provide insight into the world of retirement plan operations while gaining new skills through a defined career pathing and development program.

Requirements

• High School Diploma or GED.
• 0-1+ Years of general experience – does not need to be directly related to the position.
• Strong written and verbal communication skills.
• Ability to work with others in a fast-paced, team environment.
• Ability to quickly learn complex systems and product knowledge.
• Ability to navigate through multiple systems/databases/platforms/software while engaging in customer conversations.
• Ability to be adaptable/flexible as business needs change.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• To work from home, you must have internet bandwidth of 12 Mbps (Megabits per second). Preferred bandwidth is 25 Mbps to perform at full capacity.
• To check internet speed, go to ‘Google’ and type in ‘Speed Test’ and simply select ‘Run Speed Test’. This will run for roughly 30 seconds. Once complete you will receive a display showing your internet bandwidth.

Nice To Haves

• Associates degree/post-secondary education
• 2+ years of previous service industry and/or financial services experience.
• Previous remote/work from home experience.
• Passion for helping, servicing and educating others and the desire to build rapport during each interaction.
• Ability to research and problem solve, while providing outstanding customer service.
• Strong analytical skills with the ability to multi-task while maintaining strict attention to details to adhere to policies, procedures and guidelines.
• Solid relationship management skills customers, management, peers and colleagues.

Responsibilities

• You will answer inbound calls which can average typically anywhere from 60-90 calls per day, call backs and email correspondence from internal and external stakeholders such as plan participants, beneficiaries, financial professional and plan sponsors, addressing customer service inquiries and concerns.
• You will work in a fast-paced, highly structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers through problem resolution.
• You will meet and/or exceed all established key performance goals including call metrics and quality.
• You will build rapport with and educate our customers about their retirement plan while researching multiple systems, databases, platforms and software.
• You will provide accurate, detailed information about the retirement plan, recognizing what needs to be done to meet the customer’s needs and demonstrating flexibility and responsiveness through problem resolution.
• You will demonstrate professionalism and maintain composure in the face of high call volume, shifting priorities and rapid change.
• You will identify and recommend process improvements and organizational initiatives to positively influence the team and quality.

Benefits

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
• Leadership development and virtual training opportunities
• PTO/parental leave
• Competitive 401K and employee benefits
• Free financial counseling, health coaching and employee assistance program
• Tuition assistance program
• Work arrangements that work for you
• Effective productivity/technology tools and training

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED